Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $90,000.00 - $105,000.00
Work Schedule
Flexible
Weekend Shifts
Benefits
competitive salary
Annual bonus
Comprehensive benefits package
resort discounts
Dining Discounts
Travel Discounts
Job Description
The Meritage Resort and Spa, nestled amidst the picturesque hillside vineyards of Napa Valley, is a distinguished four-diamond destination resort featuring 467 well-appointed rooms. This luxurious resort offers guests a blend of elegance, comfort, and unique experiences through its multiple restaurants, lounges, a world-class spa, and expansive meeting and event spaces. Additionally, The Village at Meritage presents tasting rooms and a variety of distinctive experiences that capture the essence of wine country hospitality. Known for its commitment to excellence, the resort welcomes guests who seek to celebrate special occasions, connect with loved ones, or immerse themselves in the finest offerings... Show More
Job Requirements
- Bachelor's degree in Hospitality Management or related field preferred
- 5+ years of progressive Front Office or Rooms experience in an upper-upscale or luxury hotel or resort environment
- Minimum 2-3 years in a leadership role overseeing Front Desk and at least one additional guest services area such as Bell/Valet PBX Concierge or Guest Services
- Experience with PMS systems required with strong preference for Infor HMS
- Ability to stand and walk for extended periods
- Ability to lift push or pull up to 25 pounds occasionally
- Willingness to work flexible schedule including evenings weekends and holidays based on business needs
- Strong leadership and communication skills
- Proven ability to manage budgets and financial performance
- Excellent problem-solving and decision-making skills
- Comfortable with technology and hotel systems
- Commitment to delivering exceptional guest experiences
Job Qualifications
- 5+ years of progressive Front Office/Rooms experience in an upper-upscale or luxury hotel or resort environment
- Minimum 2-3 years in a leadership role overseeing Front Desk and at least one additional guest services area Bell/Valet PBX Concierge or Guest Services
- Experience in a large complex or resort-style property and/or strong group and conference business highly preferred
- PMS experience required Infor HMS strongly preferred
- Passion for hospitality and guest experience with a strong presence on the floor
- Proven ability to lead and develop teams drive accountability and build a positive culture
- Strong business acumen with the ability to read and interpret financial reports labor metrics and guest experience data
- Excellent communication and interpersonal skills comfortable engaging with guests ownership executives and line-level team members
- Strong problem-solving skills with the ability to stay calm and make sound decisions under pressure
- Tech-savvy and comfortable learning and teaching hotel systems and tools
Job Duties
- Lead inspire and develop a high-performing Front Office leadership team across Front Desk Bell/Valet Concierge and PBX
- Model company values and culture and create an environment of accountability coaching and recognition
- Be a visible presence in the lobby and arrival areas building relationships with guests group contacts and VIPs
- Partner closely with Housekeeping Engineering Sales Revenue Management Events Reservations/GRC and F&B to deliver a seamless end-to-end guest experience
- Own the guest journey from arrival through departure ensuring smooth check-ins/outs accurate billing and clear communication
- Champion guest feedback and lead action plans to improve service scores
- Handle and resolve complex guest issues turning service recoveries into loyalty opportunities
- Oversee VIP group and special-occasion arrivals and partner with Sales and Events on planning and execution
- Ensure brand standards and service sequences are clearly defined trained and consistently executed
- Oversee day-to-day operation of Front Desk Bell/Valet Concierge and PBX ensuring proper staffing training and adherence to SOPs
- Ensure effective use of PMS POS and communication tools champion best practices in reservations room assignment blocking and inventory management
- Maintain accurate cash handling credit procedures and night audit processes
- Coordinate with Security and Risk Management on lost and found incident response and guest safety protocols
- Develop and manage departmental budgets forecasts and productivity plans
- Monitor labor costs and staffing levels adjusting schedules to balance guest needs and financial targets
- Partner with Revenue Management and Sales to support rate strategies upsell programs and ancillary revenue opportunities
- Track and act on key KPIs including guest satisfaction scores labor productivity upsell revenue ancillary revenue and overtime
- Recruit select and onboard high-caliber team members embodying hospitality culture
- Provide ongoing coaching performance feedback and development plans
- Implement consistent training programs for new hires and ongoing skills development
- Foster a culture of teamwork and communication so the operation feels like one team to the guest
- Ensure compliance with company policies brand standards and regulations
- Maintain a safe clean and organized lobby front drive and back-of-house areas
- Partner with HR on employee relations documentation and adherence to employment laws and policies
OysterLink focuses on restaurant and hospitality jobs.
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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